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FAQs

Ordering

The best place to see our floor and wall tiles is to visit our showroom where we have all our collections. In the first instance you may want to order samples from our website. You can order samples through our website and you can also make an appointment to visit our showroom in Marlborough.

All our floor and wall tile collections are available for you to see in our showroom.

We recommend you use our tile calculator that is available on every product page in the top right corner. Simply enter the dimensions of the space and it will calculate the amount of tiles you need with and without wastage. Alternatively, you can email us your measurements along with a picture of your space and we can help you calculate the quantities needed.

If you would like to discuss your project with us, we can guide you with regards to colour, design and practicalities. Please visit our showroom or email us for more information.

Take the widest points of your space horizontally and vertically (for wall tiles) and multiply them by each other or alternatively use our tile calculator, which is conveniently located on every product page.

For example, if your space measures 2.5 metres horizontally and 3.5 metres vertically:

2.5 metres x 3.5 metres = 8.75 square metres

Always double-check your measurements with your professional tiler if you’re unsure – or call our team on +44 (0)1672 515287.

We recommend you allow 10% for wastage, but this could vary depending on the surface to be tiled. If you’re unsure please check with your professional tiler or call our team for more information.

Our tile calculator allows you to select 10% wastage.

We take orders online, in our showroom, by email, or over the phone.

We do appreciate that buying tiles is a big decision that you’ll need to consider carefully, so feel free to contact us to discuss any queries.

We can only reserve stock for you if you have paid for it.

Yes, all our prices on our website and price list include VAT.

We accept all major debit and credit cards or bacs payments, but alas not American Express.

Products

Our tiles will have some colour variation as a result of our production methods, glazes, or their handcrafted nature. Where possible tiles should be laid out prior to fixing or taken randomly from several boxes to allow for blending of any shade variation.

Over time ceramic tiles may craze which should be considered a characteristic rather than an imperfection of this type of tile. This glaze has been carefully crafted to shatter in a controlled way as it cools. As it does so it crazes, and a network of fine cracks appears. These subtle lines are fascinating to the eye and have a remarkable delicacy, so much so that it’s hard to believe the effect is the product of a violent, semi-random physical process. The surface of our hand crafted tiles may vary in the degree of undulation from batch to batch. Read more about the crackle glaze tile process here.

Tiles may not be perfectly square due to uneven shrinkage or firing. This is usually what our customers are drawn to in the first place. We try to reflect colour variation in our photography.

As a rule of thumb allow 1kg per 8m2 for rectified tiles. A 5kg bag of grout will cover 40m2. For non rectified tiles where your grout joint is 3-5mm 2-3 5kg bags for 40m2.

Our customers sometimes call to tell us that their new tiles are making little noises, even a week after they were put up on the wall. We tell them it’s just the tile singing, and explain what’s happening: the beautiful crackle glaze they chose is still crazing.

Delivery

As long as you have paid for your order, we can keep it for you for up to four weeks from the date it is ready to leave our factory, and deliver it on a day you request.

No, our prices don’t include delivery charges. Please see our standard charges for mainland UK.

However, remote areas, including Scottish Highlands, Grampian and Islands, Channel Islands, Isle of Man, Scilly Isles, Isle of Wight, and Northern Ireland, require a price quotation for delivery.

We are a just in time manufacturer, which means we don’t hold a large amount of stock but because our wall tiles are made in our Wiltshire factory you will never normally have to wait more than two weeks, and in many cases delivery can be sooner. We do hold stock of porcelain floor tiles but if we are out of stock the lead time is approximately three weeks.

We are happy to serve customers outside of the UK, however, please email us to place your order and arrange delivery

In the unfortunate event that the products you receive are damaged, please email a photograph of them to us within 72 hours of receipt, prior to fitting your tiles. Our customer service team will guide you through next steps, and ensure that a replacement is sent to you as soon as possible.

Refunds

We regret that we cannot accept returns of sample tiles.

Once your refund has been processed please allow up to 5 working days for it to show in your account.

“An excellent product and superb service. Many thanks to Grace and Jamie from Marlborough”

Nick Lester, customer

“Handmade tiles with wonderful glazes; the craftsmanship, the beauty and the customer service.”

Ephia Yasmin, customer

“Always visionary and ahead of the times from the outset.”

Ben Spriggs, Editor-in-Chief, Elle Decoration

“Your service is outstanding and everyone is stunned by the result. I could not be more delighted.”

Pat Jones, customer

“Marlborough are a trusted collaborator to design unique tile collections which delight our customers”

Rebecca Malon, Head of Design and Product Development Neptune

“Over 20 years, our brand has relied on Marlborough for specialist colour and glaze development.”

Colin Roby-Welford, MD of Fired Earth
Marlborough Made